FAQ's
FAQS
Ordering Online
Is it safe to order online?
Yes - Sweet As Kangaroo Valley™ is an e-Commerce site. We have chosen to use Paypal Express, Visa & Mastercard as our secure methods of accepting payments. This also ensures the safe internet transmission of your personal details and information allowing you to shop with confidence.
Payments
What are the accepted methods of payment?
- Paypal Express
- Apple Pay
- Visa & Mastercard
- Direct Bank Transfer
These are the online methods we prefer as it keeps your personal and transaction details secure.
NB:
- You can make payments via Paypal without an account by checking in as a guest.
- We do not store any credit card details.
Getting Help
If I have a question regarding a product or an order where can I ask for help
Please feel free to contact us at hello@sweetaskangaroovalley.com.au with any questions you may have. We will respond to you as promptly as we can.
Order Confirmation
What happens once I have confirmed my Sweet As Kangaroo Valley™ order?
Once you order has been confirmed and your payment accepted you will receive an email/receipt confining your purchase. This will also provide your tracking number for you check on the status of your delivery. Orders place prior to midday will be despatched that afternoon. Orders placed after that time will be despatched the following business day. Please refer to shipping for more detailed information.
Ordering Multiple Products
How do you process multiple products orders?
We make every attempt to ensure that your order is complete at the time of shipping and delivery. If a product is out of stock it will show up as such when you attempt to select it and therefore will not be abled to be added to your cart. We prefer not to do back orders at this time as we cannot guarantee a delivery time, particularly if the product is sourced from an international location.
Out of Stock
What happens with out of stock products?
While we endeavour to keep sufficient stock on hand we cannot guarantee that this will always be the case. Out of stock items will automatically show up as such when you attempt to add them to your cart.
Accepted Orders
When has my order been accepted?
Your order is accepted once your credit card payment has been approved at the checkout process.
Privacy
What about my privacy?
We do not keep any information in relation to your credit card details. All payments are made securely via PayPal which ensures that your payment details remain private. When you make a purchase from our store, you will be asked to provide personal details that include your name, email, address and contact number. This information will be used to correctly process your order, to ensure that it is shipped to the correct location, to keep you updated on your orders. At no time will this information be shared with other parties. From time to time your details may be used to notify you of any new releases, information or specials that may become available at Sweet As Kangaroo Valley™. You will have the option to subscribe or unsubscribe from our store at any time. Subscribing will allow you to receive updates and news about the latest additions to the Sweet As Kangaroo Valley™ Store.
Returns
What do I do if there is a problem with my product?
Please contact us immediately via email hello@sweetaskangaroovalley.com.au during our administration hours Monday to Friday, 9.00am - 5.00pm AEST if there is an issue with the product you have received. We will do whatever we can to resolve the issues as promptly and fairly as we can.
Exchanges, Refunds and Returns
Can I return my purchase?
You may return your purchase within 14 days of the shipping date for a full refund or exchange along with a copy of your receipt as proof of purchase.
Returnable items include: - Faulty or defective products - Incorrectly received product - Items that have been damaged in transit to the customer - A specific allergic reaction to a product. Please note that we cannot exchange or refund if:
- - the item purchased was a sale item
- - you simply change your mind
- - the product had been used
- - it is returned to us opened
- - the item is damaged in return transit.
How do I return my purchase?
Please note that shipping is not refundable and the shipping cost of returning the goods is the responsibility of the customer. Please ensure that all goods being returned are sufficiently repackaged to prevent the items from being damaged in transit. Items that return to us damaged cannot be refunded or exchanged unless they are being returned due to damage incurred en-route to the customer.
Can I return open or used products?
Due to strict hygiene reasons and the personal nature of food items/products we are unable to accept returns on any opened or used items. Please ensure that you have received the correct product(s) prior to opening and using them.
What do I do if I have received or ordered the wrong product?
If you have received the incorrect item or you have ordered the wrong product please contact us immediately via email. You can return the product for a full refund or exchange providing the items are not opened, used or damaged during the return transit. Once we have received the returned item we can proceed with the appropriate transaction to suit you.
What do I do if my product is faulty or defective?
A faulty or defective product is defined as a product that has a physical defect i.e. the packaging. If you have received a product that is faulty, please contact us immediately so that we can rectify and replace the defective item. Please be sure to describe the fault. Once the defective product has been returned we can process the refund or exchange.
What do I do if my shipment is damaged on arrival?
Once you have received your parcel, please take the time to carefully inspect it for any damage that may have occurred during transit to you. Some wear or tear may appear on the outer carton - this is not unusual. If on opening your parcel damage has occurred to its contents please notify us immediately hello@sweetaskangaroovalley.com.au or on 02 44651830. Please provide all necessary details i.e. order number and contact details and be sure to retain the damaged box, shipping materials and products so that we can contact the shipping company immediately.
What steps do I take to do to return a product?
Step 1 - contact us at orders@sweetaskangaroovalley.com.au.
Step 2 - clearly outline and describe your reason for requesting a refund, exchange or return.
Step 3 - if you have a valid reason for return we ask that you arrange to return the item to us.
Step 4 - please ensure that the product(s) that you are returning are packaged to prevent damage occurring during the return transit.
Step 5 - In order to receive a replacement item(s) or refund the merchandise must be returned undamaged, unopened and unused and in its original condition. This does not apply to items that have defective packaging.
Step 6 - once these conditions have been met and the goods have been received and checked by Sweet As Kangaroo Valley™ we will then determine the course of action to resolve any issues.
Shipping
Do you offer free shipping?
Sweet As Kangaroo Valley™ offers free shipping to customers on orders $99.00 and over.
How long will it take for my order to be shipped?
If you have placed your order prior to 12 noon on a business day Monday through Friday, your order will be shipped on the same day. Orders placed after 12 noon will be shipped the following business day. Orders placed over a weekend will be shipped on the first available business day. Please note that we do not ship orders on weekends.
How long will it take to receive my order?
The arrival of your order will depend on your location and the method you select to ship.
Shipping via Australia Post estimates:
(NB: these are guides for delivery times not guarantees)
- Regular Parcel Post: 2 - 6 working days Australia-wide.
- Express Parcel Post: 1 - 3 working days Australia-wide in capital cities within the Australia Post's specified zones.
Shipping Carriers [Within Australia]:
We choose to use Australia Post to deliver all purchases made within Australia. You may select the option of either Regular Parcel Post or Express Parcel Post. Either option will have tracking.
(Please allow a little longer for regional destinations)
Are there any restrictions on items to be shipped?
Shipping regulations within Australia only ask that flammable goods such as aerosoles are not shipped via Express/Air Delivery. Any flammables will be shipped via Regular Australia Post - ground shipping.